Return & Refund Policy

Last updated: March 2026

This Return and Refund Policy applies to all beauty treatments, services and retail products purchased from GlamTouch Beauty Studio Pty Ltd (ABN 41 628 753 190), trading as GlamTouch, located at Suite 3, 280 Pacific Hwy, Crows Nest NSW 2065. By booking an appointment or purchasing a product from our studio, you acknowledge and agree to the terms outlined below.

1. Our Service Satisfaction Guarantee

At GlamTouch, client satisfaction is at the heart of everything we do. We take immense pride in the quality of our lash extensions, brow treatments, lash lifts and cosmetic tattooing services. Every treatment is performed by a qualified, experienced artist using premium, medical-grade products that meet rigorous safety and performance standards.

If you are not completely satisfied with the outcome of your treatment, we encourage you to contact us as soon as possible. We will always endeavour to resolve your concern promptly and fairly — whether that means offering a complimentary adjustment, a partial service credit or, where appropriate, a refund. Our goal is to find a solution that restores your confidence in the results and in our studio.

2. When Refunds Apply

Because beauty treatments are personalised services that cannot be “returned” in the traditional sense, refunds are assessed on a case-by-case basis. However, we recognise that certain circumstances warrant a full or partial refund. The following situations generally qualify:

2.1 Allergic Reaction or Adverse Skin Response

If you experience a verified allergic reaction or adverse skin response as a direct result of products or techniques used during your treatment at GlamTouch, you may be eligible for a full refund. To process a claim under this provision, we require a medical certificate or written documentation from a licensed healthcare professional confirming that the reaction is attributable to the treatment you received in our studio. We take client safety extremely seriously, and any reported reaction will also prompt an internal review of the products and procedures involved.

2.2 Service Not Delivered as Described

If the treatment you received differs materially from the service that was described to you during your consultation or as listed on our website and service menu, you may be entitled to a refund. Examples include receiving a different lash style from the one agreed upon, a significant departure from the brow shape discussed during the mapping stage, or the omission of a component that was included in the booked service package. In these cases, we will first offer a complimentary correction appointment. If the issue cannot be resolved to your satisfaction through a correction, a partial or full refund will be considered.

2.3 Service Quality Concerns

We hold our artists to exceptionally high standards. If you believe the quality of workmanship fell below a reasonable professional standard — for example, noticeably uneven lash application, premature lash shedding within the first 48 hours under normal care conditions, or visible asymmetry in brow shaping — please contact us within 48 hours of your appointment. We will invite you back for a complimentary assessment and, if our team confirms a quality issue, we will offer a redo at no charge or a refund at our discretion.

3. Cancellation Policy

We understand that plans change, and we do our best to accommodate rescheduling whenever possible. However, our artists reserve dedicated time for each appointment, and late cancellations or missed appointments prevent other clients from accessing those time slots. For this reason, the following cancellation terms apply to all bookings:

3.1 Cancellations Made 24 Hours or More Before the Appointment

If you cancel your appointment at least 24 hours before the scheduled start time, you will receive a full refund of any prepayment or deposit. No cancellation fee applies. You are also welcome to reschedule your appointment to a more convenient time at no additional cost.

3.2 Late Cancellations (Less Than 24 Hours’ Notice)

Cancellations made less than 24 hours before the scheduled appointment time will incur a late cancellation fee equal to 50% of the total service price. The remaining 50% will be refunded to your original payment method or issued as a studio credit, depending on your preference. We apply this policy consistently and fairly to respect both our clients’ and our artists’ time.

3.3 No-Shows

If you do not attend your appointment without providing any prior notice, the full service fee will be charged and no refund will be issued. If you have paid a deposit, the deposit will be forfeited. We define a no-show as any client who has not arrived within 15 minutes of the scheduled appointment time and has not contacted us to advise of a delay. If an emergency or unforeseen circumstance prevented you from attending or cancelling in time, please reach out to us as soon as possible — we will review the situation with compassion and consider a credit or rescheduling on a case-by-case basis.

3.4 Cancellations Initiated by GlamTouch

In the rare event that we need to cancel or reschedule your appointment due to artist illness, equipment issues or other unforeseen circumstances on our end, you will receive a full refund or the option to rebook at a time that suits you. Where possible, we will provide at least 24 hours’ notice and offer priority rebooking to minimise any inconvenience.

4. Gift Card and Voucher Refund Terms

Gift cards and gift vouchers purchased from GlamTouch are non-refundable and cannot be redeemed for cash. However, they are fully transferable — you are welcome to give your gift card to another person, and the new holder can use it toward any treatment or retail product available in our studio.

Gift cards are valid for 36 months from the date of purchase, in accordance with Australian Consumer Law. The expiry date is printed on the card or included in the email confirmation for digital gift cards. If a gift card is used for a service that costs less than the card’s remaining balance, the unused balance will remain on the card for future use. Gift cards cannot be used to purchase additional gift cards.

If a gift card is lost or stolen, please contact us immediately. We can reissue the card provided you can supply the original purchase receipt or transaction reference. GlamTouch is not responsible for lost, stolen or damaged gift cards and will not replace them without adequate proof of purchase.

5. How to Request a Refund

If you believe you are entitled to a refund under this policy, please follow these steps:

1. Contact us within 48 hours — Send an email to [email protected] with the subject line “Refund Request” within 48 hours of your appointment. Include your full name, the date of your appointment, the name of your treating artist (if known), and a detailed description of your concern.
2. Provide supporting evidence — Where applicable, attach clear photographs of the treatment outcome and any relevant medical documentation. The more detail you provide, the faster we can assess your request.
3. Await our response — A member of our client care team will acknowledge your request within one business day and aim to provide a resolution within three business days. We may ask you to attend a brief in-studio assessment so that our senior artist can evaluate the concern in person.
4. Resolution — Once a decision has been reached, we will notify you by email. If a refund is approved, it will be processed to your original payment method. If we determine that a complimentary correction or studio credit is the more appropriate remedy, we will explain our reasoning and work with you to arrange a suitable outcome.

We are committed to handling every refund request with fairness, transparency and respect. If you are not satisfied with the outcome of your request, you are welcome to escalate the matter through the relevant consumer protection channels in your state or territory.

6. Refund Processing Timeframes

Once a refund has been approved by our team, the following processing timeframes apply:

• Credit and debit card payments — Refunds are submitted to your card issuer within two business days of approval. Depending on your bank or financial institution, it may take an additional 5–10 business days for the refund to appear on your statement.
• Cash payments — If you paid in cash, we will arrange a bank transfer to your nominated account or provide a cash refund in-studio, at your preference. Cash refunds require you to present valid photo identification.
• Afterpay, Zip or other buy-now-pay-later services — Refunds for payments made through third-party payment platforms will be processed according to that platform’s refund procedures. Please allow up to 14 business days for the adjustment to reflect in your account.
• Studio credits — If a studio credit is issued instead of a monetary refund, it will be activated immediately and can be used toward any future treatment or product purchase. Studio credits are valid for 12 months from the date of issue and are non-transferable.

7. Retail Product Returns

GlamTouch stocks a curated range of aftercare products, lash cleansers, brow serums and other beauty essentials for retail purchase. Our product return policy is as follows:

7.1 Unopened Products

Unopened retail products may be returned within 14 days of purchase for a full refund, provided they are in their original, sealed packaging and accompanied by the original receipt or proof of purchase. Products must be in resaleable condition — items with damaged packaging, broken seals or missing components will not be accepted for return.

7.2 Opened or Used Products

For hygiene and safety reasons, we are unable to accept returns on products that have been opened, used or have had their hygiene seals removed. This includes but is not limited to mascara, eyeliner, brow pencils, lash adhesives, lash cleansers and skincare items. This policy exists to protect the health and safety of all our clients.

7.3 Faulty or Defective Products

If you receive a product that is faulty, damaged, expired or materially different from what was described, you are entitled to a replacement or full refund regardless of whether the product has been opened. Please contact us within 14 days of purchase with your receipt and a photograph of the defective product. Your rights under the Australian Consumer Law are not affected by this policy.

7.4 How to Return a Product

To return a retail product, bring it to our studio at Suite 3, 280 Pacific Hwy, Crows Nest NSW 2065 during our regular opening hours (Monday to Friday 9am – 6pm, Saturday 9am – 4pm). Alternatively, you may post the product to us at the same address, though please note that return shipping costs are the responsibility of the customer unless the product is faulty or defective. We recommend using a tracked postage service, as we cannot accept responsibility for items lost in transit.

8. Cosmetic Tattoo — Specific Terms

Cosmetic tattooing services, including microblading, ombré powder brows, lip blush and eyeliner tattooing, involve a multi-stage process and require a healing period before final results are visible. Due to the nature of these treatments, the following additional terms apply:

8.1 Included Touch-Up Session

All cosmetic tattoo services at GlamTouch include one complimentary touch-up session, which is typically scheduled 4–8 weeks after the initial procedure. This touch-up is a standard part of the cosmetic tattoo process and allows your artist to refine the shape, adjust the colour density and address any areas where pigment may not have retained evenly during healing. The touch-up must be completed within 12 weeks of the initial treatment to remain complimentary; sessions booked beyond this window will be charged at our standard touch-up rate.

8.2 No Refund After the Healing Period

Because cosmetic tattoo results are semi-permanent and are influenced by a wide range of individual factors — including skin type, aftercare adherence, sun exposure, medications and lifestyle habits — we are unable to offer refunds once the healing process is complete (typically 4–6 weeks after the initial procedure). We invest significant time in our pre-treatment consultations to ensure you are fully informed about expected outcomes, aftercare requirements and the limitations of the technique. If you have concerns during the healing period, please contact us promptly so we can advise you and, if necessary, adjust our approach at your touch-up appointment.

8.3 Pre-Treatment Consultation and Consent

Before any cosmetic tattoo procedure, every client completes a thorough consultation and signs an informed consent form acknowledging the nature of the treatment, potential risks, expected healing timeline and aftercare instructions. This consultation is your opportunity to ask questions, discuss your desired outcome in detail and raise any medical history that may affect the procedure. Refund requests that relate to outcomes discussed and agreed upon during the consultation process will generally not be approved.

9. Circumstances Where Refunds Do Not Apply

To ensure complete transparency, the following situations are generally not eligible for a refund:

• Change of mind after a service has been completed as described and agreed upon during the consultation.
• Dissatisfaction with a treatment outcome caused by the client’s failure to follow aftercare instructions provided by the artist.
• Natural variation in results due to individual skin type, hair growth patterns, hormonal changes or other biological factors that were disclosed during the consultation.
• Requests made more than 48 hours after the appointment (unless related to a medical issue, in which case please contact us as soon as possible and we will assess the situation).
• Services performed at another salon or studio, even if the client is a regular GlamTouch client.

10. Your Rights Under Australian Consumer Law

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) or any other applicable legislation. Services come with guarantees that cannot be excluded under the Australian Consumer Law, including the guarantee that services will be provided with due care and skill and will be reasonably fit for a specified purpose. If you believe a consumer guarantee has not been met, you may be entitled to a remedy regardless of the terms set out in this policy.

11. Contact Us

If you have any questions about this Return and Refund Policy, or if you would like to discuss a refund request, cancellation or product return, please do not hesitate to get in touch with our team:

• Business name: GlamTouch Beauty Studio Pty Ltd
• ABN: 41 628 753 190
• Email: [email protected]
• Phone: 0412 739 084
• Address: Suite 3, 280 Pacific Hwy, Crows Nest NSW 2065
• Opening hours: Monday – Friday 9am – 6pm, Saturday 9am – 4pm, Sunday closed

We value your trust and your business, and we are always here to ensure your experience with GlamTouch is a positive one.